We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 364422 results
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Decision Reference DRN-4854812
26 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4854812 The complaint Miss A complains that Monzo Bank Ltd (“Monzo”) didn’t do enough to protect her when she fell victim to a scam. What happened Miss A found an investment opportunity via her friend’s social media page in July 2023. She was unaware at the time that her friend’s ac... (2 pages)View decision -
Decision Reference DRN-5293199
26 Feb 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5293199 The complaint Mr and Mrs S complain that The Royal Bank of Scotland Plc (“RBS”) failed to ensure that the title to their property was registered in their name when they bought it with the assistance of a mortgage from RBS and RBS failed to warn them of it. What happened Mr a... (2 pages)View decision -
Decision Reference DRN-5037494
26 Feb 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5037494 The complaint Mr S complaints that N.I.I.B. Group Limited trading as Northridge Finance (Northridge) irresponsibly granted him a hire purchase agreement that he couldn’t afford to repay. What happened My initial conclusions were set out in my provisional decision issued on ... (8 pages)View decision -
Decision Reference DRN-5272268
26 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5272268 The complaint Mr A complains about the service he received from Bank of Scotland plc in relation to his credit card account. In particular, he says that he was given incorrect information about making payments and wasn’t kept informed about the status of his account. What h... (3 pages)View decision -
Decision Reference DRN-5019287
26 Feb 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5019287 The complaint Mrs L complains about the satisfactory quality of a car supplied to her using a conditional sale agreement with Volvo Car Financial Services UK Limited (“VCFS”). What happened In May 2023, Mrs L acquired a brand-new car using a conditional sale agreement with ... (7 pages)View decision -
Decision Reference DRN-5021428
26 Feb 2025 Scottish Widows Limited Not upheldInvestmentsDRN-5021428 The complaint The estate of Mrs A complains that Scottish Widows Limited didn’t reply to enquiries about a bond held by the late Mrs A. The complaint is brought by one of the estate’s beneficiaries, with the consent of the executors. The beneficiary says he wants the amount... (2 pages)View decision -
Decision Reference DRN-5344151
26 Feb 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5344151 The complaint Mr N and Mrs N complain about Haven Insurance Company Limited (“HIC”) and the decision to decline the claim they made on their home insurance policy. Mr N has acted as the main representative of the policyholders throughout the claim and complaint process. So, ... (4 pages)View decision -
Decision Reference DRN-5354812
26 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5354812 The complaint Mrs S complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle FS) was irresponsible in its lending to her. She wants to be able to return the car and have her payments refunded and any adverse information removed from her credit file... (5 pages)View decision -
Decision Reference DRN-5269517
26 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5269517 The complaint Mr A complains that American Express Services Europe Limited (AESEL) misled him with claims about savings he had made. What happened Mr A has two credit card accounts with AESEL and it offered him refunds on both if he used his cards for stays at a specified hotel... (3 pages)View decision -
Decision Reference DRN-5322992
26 Feb 2025 Santander UK Plc UpheldMortgagesDRN-5322992 The complaint This complaint is about a mortgage account Mr C and Ms C hold with Santander UK Plc. Mr C and Ms C say that Santander offered them a new interest rate product but then cancelled this without notice. As a result, the mortgage reverted to Standard Variable Rate (... (4 pages)View decision
